Refund policy

Refund Policy

Updated October 10, 2026

RIGHT OF WITHDRAWAL (14 DAYS)

In accordance with the Italian Consumer Code (D.Lgs. 206/2005) and Directive 2011/83/EU, you have 14 days from the date you receive your order to withdraw from the contract without giving any reason. If your order is delivered in multiple packages, the 14-day period begins upon receipt of the final package.

A clear statement is sufficient: via the online withdrawal form available on our website, by email to contact@skinora.it, or using the standard form attached to our Terms of Sale. You do not need to wait for our reply. Simply return the products without delay, and no later than 14 days after communicating your decision to withdraw. You are responsible for any diminished value of the goods resulting from handling other than what is necessary to verify the product.

30-DAY MONEY-BACK GUARANTEE

In addition to—and without replacing—your legal right of withdrawal, Skinora offers an additional guarantee: if a product does not suit you, even if opened, write to us at contact@skinora.it within 30 days of receipt. We will offer you an alternative product or a full refund. This guarantee does not apply to roll-ons, metal applicators, and individual sheet masks once opened.

RETURN PROCEDURE

Notify us of your decision (via the online withdrawal form, email, or standard form). If you have an account, you can also go to My Account → My Orders → Request a Return; this is an optional feature, not a requirement.
Print the prepaid label that we send you by email (free of charge for Italy and the European Union). For other countries, we will provide instructions and any applicable costs borne by you.
Drop off your package at a designated drop-off point for the carrier indicated on the return label (GLS, Poste Italiane, TNT, DHL, DPD, or FedEx).
Return address:

Skinora, Via Umbro Casentinese 79, 52011 Bibbiena (AR), Italy.

REFUND TIMELINE

We will refund all payments received, including standard delivery charges, within 14 days of being informed of your decision to withdraw. We may withhold the refund until we have received the products back or until you have supplied evidence of having sent them back, whichever is earlier. Refunds will be processed using the original method of payment (credit card, PayPal, Klarna, or other). The time it takes for the refund to appear on your statement depends on your bank (typically 1 to 7 business days).

RETURN SHIPPING COSTS

Returns are free of charge from Italy and all other European Union countries. For the United Kingdom and any other non-EU destinations, return shipping costs for a withdrawal are your responsibility. However, return shipping costs are covered by us if the product is defective, damaged, or incorrect.

NON-RETURNABLE PRODUCTS AFTER OPENING

For hygiene and health protection reasons, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery: roll-ons, metal applicators, and individual sheet masks. An unopened product with its seal intact remains eligible for return. This restriction does not apply in cases of product defects.

DEFECTIVE, DAMAGED, MISSING, OR INCORRECT PRODUCTS

Please email contact@skinora.it with your order number and photos. We recommend notifying us as soon as possible, ideally within 48 hours; this timeframe is indicative and does not affect your legal rights. We will offer a refund, a replacement, or an equivalent solution. Additionally, you benefit from the 24-month legal warranty of conformity.